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City of Pleasanton Page 6 RFP for Collection Agency Services 8. Agency shall maintain complete and accurate records of each account referred by the City, includingall correspondence, documents, account records, transactions, and a detailed log of all collection efforts of actions. These records shall be retained for a minimum of six (6) years after termination of collection actions on each account and shall be made available to the City as requested. 9. Agency shall provide to the City a monthly report on the status of each account including; account number, customer name, the amount received, the charges waived, the balance due and date of last payment, and the actions taken on the account. Agency should immediately advise the City of any account that is paid in full or deemed uncollectible. If an account is deemed uncollectible, information regarding this determination must be provided to the City. 10. Agency shall provide to the City quarterly financial summary reports including totals for receipts, net accounts receivable, total accounts receivable, and collection percentage. 11. Agency shall provide to the City an annual financial summary report as of June 30 (City’s fiscal year end) including totals for receipts, net accounts receivable, total accounts receivable, and collection percentage. This report should be submitted to the City no later than July 30th of each year. 12. At any time, all records of the Agency pertaining to the City shall be subject to inspection, review, or audit by City, state, or federal officials, during the contract period and for six (6) years after the termination of the contract. 13. Agency shall guarantee the confidentiality, security, and safety of all files, documents, and information provided by the City, except as to disclosure required by federal and state laws and regulations. 14. Agency will exercise its best ethical, prudent, lawful, and professional efforts to secure collections on all accounts referred by the City. Collections activities shall comply with all federal, state, and local laws, including but not limited to the Federal Fair Debt Collection Practices Act. 15. Agency will process all customer payments in accordance with applicable Payment Card Industry (PCI) security requirements. 16. Agency shall be HIPPA (Health Insurance and Portability and Accountability Act of 1996) compliant and maintain compliance throughout the term of the contract. 17. In accordance with the Fair and Accurate Credit Transaction (FACT) Act, the vendor must have an identity theft prevention program in place. 18. Agency shall report all uncollectible accounts to the major credit bureaus. Reporting must be done in accordance with all federal, state, and local laws, including but not limited to, the Fair Debt Collections Practices Act, the Federal Equal Credit Opportunity Act, and the Consumer Credit Protection Docusign Envelope ID: 3E0A76A7-438F-46D4-8461-55205D93623D